Customer Service Representative

POSITION SUMMARY

The Dealer Services Customer Service Representative (CSR) serves as the primary point of contact for a designated group of dealers assigned to a specific Sales Manager. This role is responsible for handling inbound dealer inquiries regarding order status, sample requests, product information, and general account support. The CSR works closely with their assigned Sales Manager to ensure dealers receive timely, accurate, and professional service. Additionally, the CSR provides cross-coverage support for other team members during periods of absence or high volume.

KEY RESPONSIBILITIES

Dealer Communication & Order Support

• Serve as the first point of contact for all inbound dealer phone calls and emails within the assigned dealer group.
• Provide accurate and timely updates on order status, production timelines, shipping notifications, and estimated delivery dates.
• Respond to dealer inquiries within established service level standards
• Research and resolve order discrepancies, shipping issues, and billing questions by coordinating with internal departments including production, shipping, and accounting.
• Log and track all dealer interactions and issue resolutions in the company CRM or order management system.
• Communicate proactively to dealers when delays, backorders, or exceptions are identified.

Sample Request Management

• Process dealer requests for product samples, swatches, and fabric color samples.
• Coordinate with the warehouse or fulfillment team to ensure samples are pulled and shipped accurately and promptly.
• Maintain sample inventory awareness and flag low-stock situations to the appropriate team.
• Track sample shipments and follow up with dealers to confirm receipt.

Sales Manager Support

• Provide direct administrative and operational support to the Sales Managers.
• Assist with new dealer onboarding by providing account setup information, product guides, and ordering instructions, as well as scheduling and facilitating welcome calls, dealer training, and training on the ERP order tool.
• Prepare and distribute reports on dealer order activity, open orders, and pending issues as requested by the Sales Manager.
• Support the Sales Manager in maintaining strong dealer relationships by addressing routine inquiries without escalation whenever possible.
• Communicate dealer feedback, concerns, and market intelligence to the Sales Managers in a timely manner.

Cross-Coverage & Team Support

• Provide back-up coverage for other CSRs and Sales Managers territories during vacation, sick leave, or periods of high call volume.
• Maintain familiarity with dealer accounts and procedures across all territories to enable seamless cross-coverage.
• Assist with team-wide projects, process improvements, and dealer communication campaigns as assigned.
• Support onboarding and training of new CSR team members as needed.
• Other duties as required.

Administrative & Systems

• Maintain accurate dealer account records in the CRM and ERP systems.
• Process order entries, order modifications, and cancellations as authorized per company policy.
• Generate standard reports on open orders, backorders, and shipment status.
• Follow all company policies related to order processing, pricing authority, returns, and credits.

QUALIFICATIONS

Education & Experience

• High school diploma or GED required; Associate's or Bachelor's degree preferred.
• Minimum 2 years of customer service experience in a B2B, manufacturing, wholesale, or dealer-facing environment preferred.
• Experience with order management, ERP, or CRM systems required (experience with manufacturing or distribution software a plus).

Skills & Competencies

• Excellent verbal and written communication skills with a professional and courteous phone presence.
• Strong organizational skills with the ability to manage multiple dealer accounts and open issues simultaneously.
• Detail-oriented with a high degree of accuracy in data entry and order management.
• Ability to remain calm and solutions-focused under pressure or when handling escalated dealer concerns.
• Proficient in Microsoft Office (Outlook, Excel, Word); comfortable learning new software systems quickly.
• Ability to work collaboratively with Sales, Production, Shipping, and Accounting teams.
• Self-motivated with the ability to prioritize and manage workload independently within defined guidelines.

PERFORMANCE EXPECTATIONS

• Respond to 95% of inbound dealer phone calls live or return missed calls within 2 hours.
• Respond to all dealer email inquiries within 24 business hours; same-day response when possible.
• Maintain accurate and up-to-date records in the CRM for all dealer interactions.
• Process sample requests within 1 business day of receipt.
• Achieve a dealer satisfaction rating of 4.0 or above (out of 5) in periodic dealer surveys.
• Demonstrate consistent cross-coverage availability and reliability when team members are absent.
• Meet all department-specific KPIs as established by the Sales Manager and Director of Operations.

WORKING CONDITIONS

• Full-time, Monday through Friday, standard business hours. Occasional overtime may be required during peak seasons.
• Primary work location is on-site at the Jacksonville, FL facility.
• Work environment is a standard office setting within a manufacturing facility.
• Frequent use of telephone, computer, and email throughout the workday.

COMPENSATION & BENEFITS

Fenetex offers a competitive compensation and benefits package commensurate with experience and qualifications.

• Hourly Rate: $18.00 - 22.00 per hour (DOE)
• Health Insurance: Medical, Dental, and Vision coverage available after 60 days of employment
• Paid Time Off - 80 hours annually (accrue from day one, usage available after 90 days of employment
• Company Holidays
• Retirement Plan: 401(k) with company match (after 1 year)

Pay: $20.00 - $24.00 per hour

Work Location: In person